Telephony Agent - Northampton

Undisclosed Company
Northamptonshire, Northampton
Up to £10.48 per hour
17 Sep 2019
01 Oct 2019
Manpower UK
Job Type

We are currently seeking a full time Telephony Agent in Northampton, To deliver effective and efficient telephone-based support to customers; dealing with general enquiries resulting from proactive customer mailing and communications; form ordering for the customer upon request; handling case specific customer enquiries and complaints; hand offs to other Bank departments / functions for non PPI requests. Working collaboratively with Contact Centre colleagues in order to maximise customer satisfaction. This is a Contract role which is due to finish after 3 months;

Training 8am-4pm for the first 6 working days. Then revert to shifts (please see in description below)
Most common shift rotations are as follows:
One week of each of the below
8am - 4pm
8:30am - 4:30pm
9am - 5pm
9:30am - 5:30pm
10am - 6pm
10:30am - 6:30pm

Job Purpose
Ensure expressions of dissatisfaction handled in accordance with the Financial Conduct Authority time scales
Deal with complaints taking into account any risks of the Bank's reputation
Provide excellent customer service on behalf of Barclaycard
Use initiative in developing resolutions to complaints ensuring solutions satisfy both customer and the business
Provide high quality responses to all complex referrals to customers.
Provide constructive feedback to other business areas.
Understand and adhere to all appropriate Barclays policies and requirements to this role
Main Accountabilities and approximate time split

Case Management-100%
Take ownership of level 2 complaints, as defined in Barclays Group Minimum Standards.
To clearly communicate requirements to other business areas when information is required to resolve complaint
To adopt a value based approach when dealing with customers
To strive to turn the complaint around and maintain Barclaycard's professional image with minimal cost.
To provide effective feedback to other areas of business, particularly Level 1 complaints (Front line)
Achieve/exceed challenging productivity targets in relation to number of complaints handled.

Technical Skills/Competencies
Highly developed communication and influencing skills
Competent problem solving and decision making ability
Collaborative approach to handling issues
Drives performance - uses initiative in seeking resolution to complaints
High level of quality awareness
Knowledge and Expertise (relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank's products, services and policies)

Excellent communication skills
Confident and resilient
Ability to breakdown complex issues.
Ability to perform in stressful and difficult situations
Good team player
Maintain high level of accuracy
In depth knowledge of Barclaycard Products/Services/Procedures and Processes
Knowledge of complaint handling procedures, regulatory and risk requirements
Competent letter writing skills
Satisfies the FCA criteria for an approved person, both initially and ongoing
Ability to prioritise own workload to meet deadlines
Fully flexible shift - role could require evening and weekend working

Telephone communication skills
Experience, qualifications and other requirements specific to the role
Stress tolerance is essential for a stable performance coupled with the ability to make controlled responses in situations normally found stressful such as being faced with hostility/rejection and working to deadlines.

For more information on the role please call me on 01895 204 948 or alternatively I can also be reached at Sophie.howley @ manpower .co .uk

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